IT Operations Manager

Our client is seeking a Team Leader/Manager to manage the Custom Application Operations Team. This team supports all in-house custom-built applications developed in Microsoft .Net Technologies. This position will manage a team of 8-12 members.

Job Summary:

Under limited supervision, ensure the Georgia Department of Transportation’s (GDOT) applications operate effectively and efficiently.

The successful candidate will be responsible for managing, guiding, and instructing the day-to-day operations of the staff. Ensures stated services and efficiency goals are met. Serves as a high-level subject matter expert, providing authoritative guidance for professional staff and supporting the software life cycle for the agency’s applications, emphasizing activities and task prioritization.

The Team Leader/Manager will manage the Custom Application Operations Team, which supports all in-house custom applications (40+) developed in .NET technologies. This position will manage a team of 8-12 software engineers (tier 2) and support specialists (tier 1) responsible for the support of GDOT applications.

Job position expectations: hybrid availability (remote and onsite) to receive equipment onsite; to support team members onsite when hiring new resources and providing equipment; in-person meetings with vendors; and open house for projects and on-demand requests to be onsite.

Candidate must possess a strong technical background to assist staff in troubleshooting issues and making decisions based on knowledge and information presented by staff to fix existing issues with the application, experience with high volume support of applications, and manage staff work log and assignments.

Responsibilities:

• Lead and manage a team of IT consultants/staff by providing guidance, support, and training as needed.

• Monitor and analyze the performance of the IT team, ensuring that support requests are handled efficiently and effectively.

• Develop and implement best practices to ensure our IT enterprise applications are supportable and maintainable.

• Ensure that customer SLAs are met on a daily, monthly basis

• Evaluate and recommend software solutions to improve the ability to support GDOT’s IT enterprise applications.

• Work with other teams and offices to ensure that the IT support team is providing the necessary support to meet the needs of GDOT.

• Coordinate and troubleshoot technical issues and guide the IT team in resolving complex technical problems.

• Interview candidates and hire qualified individuals to fill open roles within the department

• Generates daily, weekly, and monthly reports requested by both internal and external clients and GDOT IT Management

• Develops and mentor staff to a high level of competency

• Handles issues of a highly technical nature and challenging calls from clients

• Participates in defining key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance and identify improvement opportunities, ensuring groups resolve tickets.

• Monitors staff performance and schedule adherence to improve efficiencies, identify training opportunities, and ensure proper coverage.

• Remains current on internal procedures and external client requirements

Minimum Qualifications

• Bachelor’s degree in Computer Science and Information Technology or a related field

• Technical certifications preferred.

• Five (5+) years of experience as a Technical lead.NET developer

• Five (5+) years of experience in an IT management role, IT Supervisor role, IT technical lead role

• Two (2+) years of experience in a Project management role (This is not for a project manager role; it is a role for a manager/technical lead; however, knowledge of projects/portfolio management is preferred.)

Preferred Qualifications

• Five (5+) years of experience managing, supervising or leading a support team.

• Seven (7+) years of experience as a Technical lead.NET developer, IT technical lead role

• Experience working with customer support, developers, architect, other team leads, project management, and customers, internal and external.

• Experience in custom applications or Experience with customization in Commercial-off-the-shelf (COST) products

• Developed applications in .NET technologies with Kendo UI Telerik, C#.net, Web API, REST API, JSON, SQL Server, Oracle, XML, HTML5, Angular JS

• Experience with ServiceNow ITSM

• Experience Work with products management tools such as MS Visual Studio Team (TFS) server using Agile (SCRUM)

• Ability to resolve issues and exhibit strong initiative

• Excellent planning, training, and follow-up skills and analytical abilities

• Strong problem-solving and analytical abilities.

ABOUT ESG CONSULTING:

ESG Consulting is an award-winning national provider of diversified information technology consulting services to Fortune 1000, public sector entities, and emerging growth firms nationwide.

Founded in 1986, ESG offers more than 29 years of experience in the IT staffing, Engineering and consulting industry. While local to Atlanta we are headquartered in Santa Clara, we have opened offices nationwide and to this day are consistently re- evaluating and expanding our service offerings and geographic capabilities. Today, we serve most major metropolitan markets.

ESG is an equal opportunity company. Our flexible management culture believes in creating a business environment that fosters personal and professional growth and achievement. We make ESG a place where people are treated not as employees but as "partners".